Man With Van Norbury Terms and Conditions
These Terms and Conditions set out the basis on which Man With Van Norbury provides transport, lifting, loading, unloading, and related moving services within the United Kingdom. By making a booking, the customer agrees to these terms in full. Please read them carefully before confirming any service. These terms are intended to protect both the customer and the service provider by clearly explaining how a move is arranged, what is included, how charges are calculated, and the responsibilities of each party.
This document applies to domestic and commercial removals, single-item transport, collection and delivery services, and other van-based services arranged with Man With Van Norbury. Unless agreed in writing, any special request, extra handling requirement, or change to the original booking will be treated as an amendment to the service and may affect pricing, timing, and resource allocation. The customer is responsible for ensuring that all booking information is accurate and complete.
In these terms, “we”, “us”, and “our” refer to the service provider operating as Man With Van Norbury, and “you” or “the customer” refer to the person or business arranging the booking. The headings in this document are provided for convenience only and do not affect interpretation. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in full force to the extent permitted by law.
Bookings may be made by telephone, email, online enquiry form, or any other method we make available from time to time. A booking is not confirmed until we have accepted the request and provided confirmation of the agreed service details, price, and date or time slot. For all van hire and moving services, the customer must provide accurate information, including collection and delivery addresses, access conditions, item descriptions, floor levels, parking restrictions, and any requirement for additional helpers or equipment.
We reserve the right to decline a booking where the service requested is unsuitable, unsafe, unlawful, or beyond the capacity of the vehicle, team, or equipment available. If the customer gives incomplete or incorrect information and the actual job differs materially from the booking details, we may revise the price, delay the job, provide the service subject to new conditions, or refuse to proceed. Any quotation provided before inspection is based on the information supplied by the customer and may be adjusted if the circumstances change.
Time slots and arrival estimates are given in good faith, but may be affected by traffic, weather, loading delays, access issues, or circumstances beyond our control. Unless expressly agreed, times are estimates only and not guarantees. Where a booking requires a specific arrival time, the customer must make this clear at the time of booking. We may charge for waiting time if access is delayed or if the customer is not ready for the service at the agreed time.
Prices are usually based on a combination of time, distance, vehicle size, number of operatives, and any special handling requirements. Unless stated otherwise, quotations exclude congestion charges, tolls, parking fees, ferry costs, permits, and third-party charges that may reasonably arise during the job. Where such costs are incurred, they may be added to the final invoice. Any written estimate remains valid only for the period stated in it, or if no period is stated, for a reasonable time.
Payment terms are due strictly in accordance with the agreement made at booking. We may require a deposit, card pre-authorisation, or full payment in advance for certain services, particularly where the booking is urgent, involves specialist handling, or is arranged for a business customer. Unless agreed otherwise, payment must be made on completion of the service on the day of the job. We accept payment methods as notified at the time of booking, and we may decline cash, cheque, or other methods at our discretion.
If an invoice is issued, it must be paid by the due date shown. Late payment may result in administrative charges, interest, or recovery action to the extent permitted by applicable law. The customer must ensure that the payer is authorised to make payment. If payment is taken by a third party, the customer remains responsible for settlement unless we have agreed in writing to look solely to that third party for payment.
We understand that plans can change, but cancellations and amendments must be made as early as possible. Where the customer cancels a booking, any deposit may be retained to cover administration, time reserved, or preparatory costs, unless the law requires otherwise. If cancellation is made at short notice, we may charge a cancellation fee based on the stage reached in the booking process and any loss reasonably incurred.
For standard Man With Van services, if the customer cancels after the vehicle and team have been dispatched, or if we arrive and the job cannot proceed because the customer is not available, the address is inaccessible, or the goods are not ready, the full minimum charge or a reasonable proportion of the quoted fee may apply. Amendments may also affect the price if the volume, distance, timing, or labour requirements increase. We will always aim to act reasonably where a change is requested in good faith.
If we must cancel or postpone a booking due to vehicle breakdown, staff illness, severe weather, safety concerns, or events beyond our control, we will notify the customer as soon as reasonably possible and may offer an alternative slot. Our liability for cancellation caused by such events is limited to refunding any amount paid for the cancelled portion of the service, unless otherwise required by law. We do not accept responsibility for indirect losses arising from a cancellation or postponement.
The customer must ensure that the goods to be transported are properly packed, secured, and suitable for transit unless packing has been expressly included in the service. Fragile, valuable, or unusual items should be identified in advance. We are not responsible for damage resulting from inadequate packing, pre-existing defects, hidden weakness, or items that were already unstable before loading. The customer must also ensure that the goods are lawful to transport and are not hazardous unless we have agreed in writing to carry them.
Our team will take reasonable care when loading, transporting, and unloading items, but liability for loss or damage is limited as set out in these terms. We do not exclude liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot lawfully be excluded under UK law. Subject to that, our liability for ordinary loss or damage is limited to the lower of the value of the affected item or the amount recoverable under any relevant insurance policy or contractual limit agreed in writing.
We are not liable for indirect or consequential losses, including loss of profit, business interruption, missed appointments, loss of opportunity, or emotional distress, except where such exclusion is prohibited by law. Any claim for damage, shortage, or loss must be reported as soon as reasonably possible and no later than within a reasonable period after delivery. Where feasible, the customer should note visible damage on the delivery record before the team leaves the site.
Customers are responsible for ensuring safe and lawful access to the collection and delivery premises. This includes arranging parking where required, securing building permissions, advising of stairs, lifts, narrow corridors, or restricted access, and ensuring that someone authorised is present to hand over or receive the goods. If we are prevented from carrying out the service because access is unsafe or unavailable, any resulting delay, abortive visit, or extra labour may be charged.
The customer must also ensure that all items handed to us are correctly identified and that any special instructions are communicated in advance. Where disassembly, reassembly, or internal relocation is requested, it will only be carried out if it is safe and within the scope of the agreed service. We may refuse to move items that are too heavy, too fragile, improperly prepared, or likely to cause injury, damage, or breach of law.
Waste, disposal, and environmental compliance are governed by strict UK rules. We will only remove waste materials where this has been agreed in advance and where the disposal is lawful. The customer must not present controlled waste, hazardous waste, clinical waste, asbestos, chemicals, batteries, electrical goods, or any prohibited material unless the service expressly covers such items and all necessary legal arrangements are in place. We may request a full description of waste before acceptance.
Where waste is collected as part of a removal or clearance, the customer remains responsible for declaring the nature of the waste accurately. We operate in accordance with applicable waste transfer requirements and environmental regulations. If a waste transfer note, exemption detail, or other legal documentation is required, the customer must provide accurate information and cooperate with us in completing it. We reserve the right to refuse any load that appears unlawful, unsafe, contaminated, or misdescribed.
Any items removed for disposal remain the customer’s responsibility until lawfully transferred and accepted in accordance with the service arrangement. We may decline to transport waste if doing so would place us in breach of licensing, duty-of-care, or environmental obligations. The customer agrees to indemnify us for losses, fines, or claims arising from inaccurate descriptions, concealed hazardous contents, or instructions that would cause a breach of waste law. This provision is intended to protect compliance and public safety.
Force majeure applies where performance is prevented or delayed by events outside reasonable control, including but not limited to extreme weather, accidents, strikes, road closures, civil disturbance, fire, flooding, epidemic restrictions, or government action. In such cases, we will not be liable for delay or failure to perform during the affected period, provided we take reasonable steps to resume service when possible. Any rescheduling will be arranged on a fair basis.
All personal data supplied for a booking will be used only for administration, service delivery, invoicing, record-keeping, and lawful business purposes. We may store job details for our internal records and to comply with tax, accounting, insurance, or regulatory requirements. We will handle information in line with applicable data protection laws and take reasonable steps to keep it secure. Customers should avoid sharing unnecessary sensitive information unless it is relevant to the job.
These terms may be updated from time to time. The version in force at the time of booking will apply to that booking unless a later change is agreed in writing. No variation will be valid unless made by an authorised representative of the service provider. If any term is not enforced on one occasion, that does not waive our right to enforce it in future.
We may assign, subcontract, or use third-party assistance to perform all or part of the service where appropriate. However, we remain responsible for the service provided under these terms, subject to any lawful exclusions and limitations. The customer may not assign the booking or transfer rights without our consent. Any terms attempted to be imposed by the customer are rejected unless agreed in writing.
Governing law and jurisdiction: these Terms and Conditions, and any dispute or claim arising out of or in connection with them, shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where the customer is a consumer and mandatory law gives them additional rights. Nothing in these terms affects any statutory rights that cannot be excluded under UK consumer law.
By proceeding with a booking, the customer confirms that they have read, understood, and agreed to these terms. If the customer is booking on behalf of a company, partnership, landlord, tenant, or other organisation, the individual making the booking confirms that they have authority to do so. These terms form the entire agreement between the parties in relation to the booking, unless varied in writing.
In summary, the service is provided on a clear and lawful basis, with responsibility shared between the customer and Man With Van Norbury. Accurate booking information, timely payment, safe access, lawful goods, and compliance with waste rules are essential to a smooth job. We aim to provide a reliable and professional moving service while keeping liability and obligations fair, transparent, and consistent with UK law.